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ITIL® Intermediate RCV Certification Training

Course Summary

The ITIL Intermediate Release, Control and Validation (RCV) certification will showcase your expertise in planning, testing and implementing new services to meet organizational goals and user requirements. As a key component of the ITIL Service Capability Lifecycle, this course will show you the principles, processes, methods and functions employed in RCV, the ways they are integrated in the service lifecycle, and the IT activities needed to achieve operational excellence.


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    Course Syllabus


    Course preview

    ITIL® Intermediate RCV

    Learning Unit 00 - Introductory Lesson 41:44

    0.1 Introductory Lesson 01:14

    0.2 Agenda 01:07

    0.3 Objective 00:27

    0.4 ITIL® 2011 Introduction 00:58

    0.5 ITIL® 2011 Intermediate 00:49

    0.6 ITIL - Qualification Criteria 01:53

    0.7 Definition of Service Lifecycle 00:49

    0.8 Definition of Service Capability 00:46

    0.9 Difference between Lifecycle and Capability Modules 00:37

    0.10 Managing Across the Lifecycle 00:46

    0.11 Accreditation Institute 00:43

    0.12 RCV Course Description 00:56

    0.13 Course Objective 00:57

    0.14 Target Candidate 00:37

    0.15 Target Candidate contd.. 01:13

    0.16 Exam Pre-requisites 01:27

    0.17 ITIL® 2011 RCV Exam Format 01:10

    0.18 Exam Tips 00:15

    0.19 Course Outline 08:06

    0.20 Quiz 00:55

    0.21 Foundation Basics 00:16

    0.22 ITIL History 01:49

    0.23 ITIL Service Management Lifecycle 03:20

    0.24 ITIL Processes across lifecycle 00:33

    0.25 Foundation Basics-4P's 01:55

    0.26 Business and IT Alignment How and what? 01:10

    0.27 What is Service? 00:41

    0.28 Service Management 02:03

    0.29 Service and value 01:25

    0.30 What is a Process? 01:02

    0.31 Governance and ITSM 01:12

    0.32 Thank You 00:33

    Learning Unit 01 - Introduction to Release 26:03

    1.1 Learning Unit 1 00:35

    1.2 Service Transition 01:00

    1.3 Purpose and Objectives of Service Transition 01:11

    1.4 Key Terms in Service Transition 01:16

    1.5 Key Terms in Service Transition 01:17

    1.6 Service Transition - Scope in Relation to RCV processes ( 1 of 2) 00:58

    1.7 Service Transition - Scope in Relation to RCV processes ( 2 of 2) 00:59

    1.8 Service Transition Processes and Activities 02:48

    1.9 Service Transition - Value to Business ( 1of 2) 01:05

    1.10 Service Transition - Value to Business ( 2 of 2) 00:48

    1.11 Inter Lifecycle Stages Process interaction 00:45

    1.12 Developing an effective Service Transition Strategy 00:21

    1.13 Service Transition Lifecycle Stages 01:19

    1.14 Key initiatives for an effective preparation for Service Transition 01:13

    1.15 Planning and Coordinating Service Transition: Best Practices 01:19

    1.16 Planning and Coordinating Service Transition: Best Practices 01:21

    1.17 Planning and Coordinating Service Transition: Best Practices 00:59

    1.18 Planning and Coordinating Service Transition: Best Practices 01:02

    1.19 Providing Transition Process Support to Stakeholders 01:03

    1.20 Providing Transition Process Support to Stakeholders 00:50

    1.21 Providing Transition Process Support to Stakeholders 01:05

    1.22 Providing Transition Process Support to Stakeholders 01:17

    1.23 Learning Unit Summary 01:32

    1.24 Practical Exercise: Activity

    1.25 Quiz

    Learning Unit 02 - Change Management 1:19:25

    2.1 Learning Unit 2 01:06

    2.2 Purpose and Objectives of Change Management 00:47

    2.3 Scope of Change Management Process 00:52

    2.4 Scope of Change Management: Strategic, Tactical, and Operational 01:56

    2.5 Business Value of Change Management 02:52

    2.6 Business Value of Change Management: Examples from Real Life 00:50

    2.7 Exercise: Assess the Impact of a Change 00:17

    2.8 Change Management Policies 02:23

    2.9 Change Management: Design and Planning Considerations 01:17

    2.10 Concept Refresh 00:21

    2.11 Concept Refresh 00:17

    2.12 What is Change Request? 00:47

    2.13 Types of Change Request 00:46

    2.14 Types of Changes,RFC's& Changes Records : Lets Set The Record Straight! 01:33

    2.15 Types of request by Service Lifecycle stage 00:43

    2.16 Change Models 01:09

    2.17 Change Proposals 00:56

    2.18 Standard Changes 02:03

    2.19 Standard Changes contd.. 00:55

    2.20 Remediation Planning 01:48

    2.21 Change Management Process Activities 00:51

    2.22 Typical activities in Managing individual changes 00:33

    2.23 Example Process flow for a Normal Change Request 00:44

    2.24 Example Process flow for a Standard Operational Change Request 01:09

    2.25 Major Change Management Activities 00:21

    2.26 Change Management Activities Methods and Techniques ( 1 of 6) 01:19

    2.27 Change Management Activities Methods and Techniques (2 of 6) 03:11

    2.28 7 R’s of Change Management 01:00

    2.29 Practical Exercise 00:07

    2.30 Example of Change Authorization Model 01:19

    2.31 Change Management Activities Methods and Techniques (3 of 6) 02:05

    2.32 Change Management Activities Methods and Techniques (4 of 6) 04:12

    2.33 Change Management Activities Methods and Techniques (5 of 6) 03:38

    2.34 Change Management Activities Methods and Techniques (6 of 6) 03:37

    2.35 Change Management Process Triggers 03:00

    2.36 Change Management Process Inputs and Outputs 02:04

    2.37 Change Management Process Interfaces 04:26

    2.38 Change Management Interfaces within Service Management 02:55

    2.39 Change Management Interfaces with SACM 00:17

    2.40 Change Information Management 01:17

    2.41 Change Management CSF's And KPI's ( 1 of 3) 01:54

    2.42 Change Management CSF's And KPI's ( 2 of 3) 00:50

    2.43 Change Management CSF's And KPI's ( 3 of 3) 00:48

    2.44 Change Management Challenges 01:07

    2.45 Change Management Risks 01:05

    2.46 Change Management Risks ( 2 of 2) 00:47

    2.47 Change Management Operational Activities 00:41

    2.48 Change Triggers in Service Operations 01:34

    2.49 Managing Change In Service Operations 01:46

    2.50 Managing organization and stakeholder change 02:09

    2.51 Understanding the Organization Culture 01:29

    2.52 Understanding the Organization Culture 00:45

    2.53 Understanding the Organization Culture 00:50

    2.54 Understanding the Organization Culture 00:13

    2.55 Learning Unit Summary 01:44

    2.56 Quiz

    Learning Unit 03 - Service Asset and Configuration Management 48:27

    3.1 Learning Unit 3 01:15

    3.2 Purpose of Service Asset and Configuration Management(SACM) 01:18

    3.3 SACM - Key Terms 01:03

    3.4 Objectives of Service Assets & Configuration Management 00:26

    3.5 Scope of SACM Process 01:38

    3.6 Business value of SACM 01:13

    3.7 Service Assets and Configuration Management Principles (1 of 2) 01:16

    3.8 Service Assets and Configuration Management Principles (2 of 2) 01:01

    3.9 Basic Concepts in SACM 01:07

    3.10 Basic Concepts in SACM 01:32

    3.11 A Logical Configuration Model 01:22

    3.12 Configuration Management System (CMS) 01:45

    3.13 The Architectural layers of the CMS. 02:30

    3.14 Major Components of Configuration Management System 06:33

    3.15 Activities of Asset Management 01:35

    3.16 Software Asset Management 00:49

    3.17 The relationship between the DML and a CMDB in the CMS. 00:22

    3.18 Asset and Configuration Management Activities 00:31

    3.19 Asset and Configuration Management Activities 06:02

    3.20 Practical Exercise 00:18

    3.21 Information Management considerations for SACM 02:10

    3.22 SACM Process Triggers, Inputs and Outputs 01:21

    3.23 SACM Service Management Interfaces 01:36

    3.24 SACM CSF's And KPI's ( 1 of 3) 02:15

    3.25 SACM CSF's And KPI's ( 2 of 3) 01:10

    3.26 SACM CSF's And KPI's (3 of 3) 00:57

    3.27 The challenges and risks of SACM 02:10

    3.28 Typical SACM activities performed on a daily basis by SO 01:44

    3.29 Learning Unit Summary 00:50

    3.30 SACM Quiz Scenario 00:16

    3.31 SACM Quiz Question 00:11

    3.32 SACM Quiz Explanations 00:11

    3.33 Quiz

    Learning Unit 04 - Service Validation and Testing 40:15

    4.1 Learning Unit 4 01:05

    4.2 Purpose of Service Validation and Testing Process (SVT) 01:52

    4.3 Scope of the Service Validation and Testing Process 02:13

    4.4 Value to Business of Service Validation and Testing Process 00:57

    4.5 Service Validation and Testing Policies 03:10

    4.6 Test Models

    4.7 Various Validation and Testing Perspectives and Their Purpose 01:38

    4.8 The stakeholder groups' requirements to be addressed 01:37

    4.9 Test levels and Test models 01:04

    4.10 Test levels and Test models : Service V Model 01:43

    4.11 Service Validation and Testing Process : Key Activities 00:30

    4.12 Service Validation and Testing Process : Key Activities 02:01

    4.13 Service Validation and Testing Process : Key Activities 01:04

    4.14 Service Validation and Testing Process : Key Activities 00:32

    4.15 Service Validation and Testing Process : Key Activities 00:27

    4.16 Service Validation and Testing Process : Key Activities 01:15

    4.17 Service Validation and Testing Process : Key Activities 00:58

    4.18 Service Validation and Testing Process : Key Activities 00:35

    4.19 Service Validation and Testing Process Triggers, Inputs and Outputs 04:23

    4.20 Service Validation and Testing Interfaces to Other Lifecycle Stages 01:28

    4.21 Service Validation and Testing Information Management 03:29

    4.22 Practices of maintaining Test Data and Test Environments 01:22

    4.23 Critical Success (CSF's) And Key Performance Indicators (KPI's) 02:32

    4.24 Critical Success (CSF's) And Key Performance Indicators (KPI's) 00:41

    4.25 Critical Success (CSF's) And Key Performance Indicators (KPI's) 00:43

    4.26 Challenges and Risks 01:28

    4.27 Learning Unit Summary 01:28

    4.28 Quiz

    Learning Unit 05 - Release and Deployment Management 1:31:58

    5.1 Learning Unit 5 01:11

    5.2 Purpose of Release and Deployment Management (RDM) 02:42

    5.3 Objectives and Scope of Release and Deployment Management 01:27

    5.4 Value to Business of Release and Deployment Process 01:10

    5.5 Release and Deployment Policies 01:06

    5.6 Release Unit and Identification 02:06

    5.7 Simplified example of Release Units for an IT service 00:29

    5.8 Designing Release and Release Packages 01:16

    5.9 Architecture elements to be built and tested 02:19

    5.10 Example of a release package 01:15

    5.11 Coordinating the deployment of service components 01:44

    5.12 Release design options and considerations : Big Bang vs. Phased 01:03

    5.13 Option for 'Big Bang'and phased deployment 02:08

    5.14 Phased deployment across geographical locations 00:54

    5.15 Release design option and consideration : push and pull 00:58

    5.16 Release design options and considerations : Manual vs. Automation 00:58

    5.17 Release and deployment models 01:52

    5.18 Considerations in Release and deployment models 01:33

    5.19 Phases of Release and Deployment management 01:45

    5.20 Phases of Release and Deployment management 00:45

    5.21 Release and Deployment plans 01:55

    5.22 Pass or Fail criteria 01:59

    5.23 Build and Test Planning 01:47

    5.24 Types of Environments Prior to Productions 03:10

    5.25 Deployment Planning 00:20

    5.26 Deployment Planning 00:14

    5.27 Planning of Pilots 05:47

    5.28 Financial or Commercial planning 01:13

    5.29 Release Build and Test : Key steps and techniques 06:51

    5.30 Planning and Preparing for Deployment 01:19

    5.31 Example of a set of deployment activities 00:49

    5.32 Deployment : Assess readiness of target group 01:14

    5.33 Deployment : Develop plans 01:28

    5.34 Deployment : Perform Transfer, Deployment and Retirement 00:28

    5.35 Perform Transfer, Deployment and Retirement 00:52

    5.36 Perform Transfer, Deployment and Retirement 01:05

    5.37 Perform Transfer, Deployment and Retirement 00:50

    5.38 Perform Transfer, Deployment and Retirement 00:41

    5.39 Perform Transfer, Deployment and Retirement 01:17

    5.40 Perform Transfer, Deployment and Retirement 01:05

    5.41 Perform Transfer, Deployment and Retirement 01:35

    5.42 Perform Transfer, Deployment and Retirement 00:56

    5.43 Perform Transfer, Deployment and Retirement 00:30

    5.44 Verify Deployment 01:51

    5.45 Early Life Support 02:37

    5.46 Example of early life support activities 00:52

    5.47 Illustration of the benefits of targeted early life support 02:55

    5.48 Review and Close a Deployment Activities to Include 02:15

    5.49 Release and Deployment Management :Process Triggers 00:24

    5.50 Release and Deployment Management :Process Inputs and Outputs 03:03

    5.51 Release and Deployment Management :Interfaces 02:05

    5.52 Release and Deployment Management :Information Management 02:19

    5.53 Release and Deployment CSF's And KPI's ( 1 of 3) 01:27

    5.54 Release and Deployment CSF's And KPI's ( 2 of 3) 00:50

    5.55 Release and Deployment CSF's And KPI's ( 3 of 3) 00:41

    5.56 Risks and Challenges 02:06

    5.57 Typical RDM activities performed on a daily basis by Service Operation 01:03

    5.58 Learning Unit Summary 01:24

    5.59 Quiz

    Learning Unit 06 - Request Fulfillment 26:10

    6.1 Learning Unit 6 01:06

    6.2 Purpose and Objectives of Request Fulfillment 01:03

    6.3 Scope of Request Fulfillment 01:16

    6.4 Request Fulfillment- Value to Business 00:51

    6.5 Request Fulfillment- Policies ( 1 of 3) 01:30

    6.6 Request Fulfillment- Policies ( 2 of 3) 00:48

    6.7 Request Fulfillment- Policies ( 3 of 3) 01:04

    6.8 Principles and Basic Concepts 00:59

    6.9 Principles and Basic Concepts 00:41

    6.10 Principles and Basic Concepts 00:29

    6.11 Principles and Basic Concepts 01:17

    6.12 Process Activities, Methods and Techniques 00:26

    6.13 Process Activities, Methods and Techniques 00:35

    6.14 Process Activities, Methods and Techniques 00:35

    6.15 Process Activities, Methods and Techniques 00:33

    6.16 Process Activities, Methods and Techniques 00:28

    6.17 Process Activities, Methods and Techniques 00:24

    6.18 Process Activities, Methods and Techniques 00:30

    6.19 Process Activities, Methods and Techniques 00:34

    6.20 Process Activities, Methods and Techniques 00:36

    6.21 Process Activities, Methods and Techniques 00:27

    6.22 Practical Exercise 00:19

    6.23 Request Fulfillment Inputs and Outputs 00:53

    6.24 Request Fulfillment Inputs and Outputs 00:53

    6.25 Request Fulfillment Interfaces with other lifecycle Stages 00:45

    6.26 Request Fulfillment Interfaces with other lifecycle Stages 00:11

    6.27 Request Fulfillment Information Management 00:37

    6.28 Critical Success Factors (CSF's) and Key Performance Indicators(KPI's) 01:43

    6.29 Critical Success Factors (CSF's) and Key Performance Indicators(KPI's) 00:59

    6.30 Practical Exercise 00:18

    6.31 Request Fulfillment- Challenges 00:58

    6.32 Request Fulfillment - Risks 01:18

    6.33 learning Unit Summary 01:04

    6.34 Quiz

    6.35 Scenario

    Learning Unit 07 - Change Evaluation 29:49

    7.1 Learning Unit 7 00:51

    7.2 Purpose and Objectives of Change Evaluation 00:58

    7.3 Scope of Change Evaluation 00:56

    7.4 Change Evaluation - Value to Business 00:41

    7.5 Change Evaluation Policies 00:49

    7.6 Change Evaluation Principles 00:50

    7.7 Change Evaluation Plan-Do-Check-Act (PDCA) 01:09

    7.8 Change Evaluation- Terms (1 of 2) 01:14

    7.9 Change Evaluation- Terms (2 of 2) 01:08

    7.10 Change Evaluation- Process Flow 00:16

    7.11 Evaluation Plan 01:05

    7.12 Understanding the Intended effects of a change 01:20

    7.13 Understanding the Unintended effects of a change 01:01

    7.14 Factors for considering the effect of a service change 00:28

    7.15 Evaluation of Predicted Service Performance 01:01

    7.16 Evaluation of Actual Service Performance (1 of 2) 01:05

    7.17 Evaluation of Actual Service Performance (2 of 2) 00:50

    7.18 Risk Management 02:30

    7.19 Risk Management - Deviations 00:54

    7.20 Risk Management - Test Plans and Results 01:11

    7.21 Change Evaluation Report 01:19

    7.22 Change Evaluation Triggers, Inputs and Outputs 00:37

    7.23 Change Evaluation Interfaces with other Lifecycle Stages 01:00

    7.24 Change Evaluation Interfaces with other Lifecycle Stages 00:54

    7.25 Change Evaluation Information Management 00:33

    7.26 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's) 02:00

    7.27 Change Evaluation: Challenges 01:14

    7.28 Change Evaluation: Risks 00:50

    7.29 Learning Unit Summary 01:05

    7.30 Quiz

    Learning Unit 08 - Knowledge Management 52:41

    8.1 Learning Unit 8 01:03

    8.2 Purpose and Objectives of Knowledge Management 01:27

    8.3 Scope of Knowledge Management 00:47

    8.4 Knowledge Management Value to Business 01:55

    8.5 Knowledge Management Value to Business w.r.t Service Transition 01:08

    8.6 Knowledge Management Value to Business w.r.t Service Transition 00:53

    8.7 Knowledge Management Policies 00:51

    8.8 The Data to Information to Knowledge to Wisdom structure 03:25

    8.9 The Flow from Data to Wisdom 00:19

    8.10 The Service Knowledge Management System (SKMS) 01:18

    8.11 Examples of items that should be stored in an SKMS (1 of 2) 01:12

    8.12 Examples of items that should be stored in an SKMS (2 of 2) 01:22

    8.13 Examples of Data and Information in the SKMS 00:18

    8.14 Effective Knowledge Management Strategy 01:45

    8.15 Steps In Knowledge Identification, Capture and Maintenance 01:14

    8.16 Techniques for Enabling Knowledge Transfer 05:39

    8.17 Do You Remember?? Techniques for Knowledge Transfer (Quiz) 00:12

    8.18 Managing Data, Information and Knowledge 01:25

    8.19 Managing Data, Information and Knowledge 02:10

    8.20 Managing Data, Information and Knowledge 01:11

    8.21 An Architecture for Service Knowledge Management 05:37

    8.22 Managing Data, Information and Knowledge 02:41

    8.23 Managing Data, Information and Knowledge 00:48

    8.24 Knowledge Management Process Triggers 00:43

    8.25 Knowledge Management Process Inputs and Outputs 01:10

    8.26 Knowledge Management Process Inputs and Outputs 01:04

    8.27 Knowledge Management Process Inputs and Outputs 00:45

    8.28 Knowledge Management Interfaces with Other Lifecycle stages 00:53

    8.29 Important Aspects of Knowledge Management to Understand 00:26

    8.30 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's) 02:04

    8.31 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's) 01:03

    8.32 Measuring benefit from Knowledge Transfer 01:43

    8.33 Knowledge Management : Challenges 00:52

    8.34 Knowledge Management : Risks 00:45

    8.35 Relationship between CSI and Knowledge Management 00:36

    8.36 Knowledge Management leads to better IT Decisions 00:20

    8.37 Learning Unit Summary (1 of 2) 00:54

    8.38 Learning Unit (2 of 2) 00:43

    8.39 Quiz

    Learning Unit 09 - RCV Roles and Responsibilities 39:27

    9.1 Learning Unit 9 00:43

    9.2 Service Owner Responsibilities (1 of 3) 01:04

    9.3 Service Owner Responsibilities ( 2 of 3) 01:03

    9.4 Service Owner Responsibilities ( 3 of 3) 00:32

    9.5 Examples of Processes that Support or Enable Services (1 of 2) 01:08

    9.6 Examples of Processes that Support or Enable Services (2 of 2) 01:10

    9.7 Generic Process Owner Responsibilities (1of 2) 00:56

    9.8 Generic Process Owner Responsibilities (2 of 2) 01:07

    9.9 Process Manager - Responsibilities 01:13

    9.10 Process Practitioner - Responsibilities 00:55

    9.11 Key Roles Functions Related to Transition Planning and Support 01:07

    9.12 Key Roles Functions Related to Transition Planning and Support 01:06

    9.13 Key Roles Functions Related to Transition Planning and Support 00:53

    9.14 Key Roles Functions Related to Change Management 00:49

    9.15 Key Roles Functions Related to Change Management 00:37

    9.16 Key Roles Functions Related to Change Management 00:37

    9.17 Key Roles Functions Related to Change Management 00:59

    9.18 Key Roles Functions Related to Change Management 00:36

    9.19 Key Roles Functions Related to Change Management 00:55

    9.20 Key Roles Functions Related to Change Management 00:50

    9.21 Key Roles Functions Related to Service Asset and Configuration Mgmt. 00:41

    9.22 Key Roles Functions Related to Service Asset and Configuration Mgmt. 01:01

    9.23 Key Roles Functions Related to Service Asset and Configuration Mgmt. 00:44

    9.24 Key Roles Functions Related to Service Asset and Configuration Mgmt. 00:55

    9.25 Key Roles Functions Related to Release and Deployment Management 00:45

    9.26 Key Roles Functions Related to Release and Deployment Management 01:11

    9.27 Key Roles Functions Related to Release and Deployment Management 00:50

    9.28 Key Roles Functions Related to Release and Deployment Management 01:02

    9.29 Key Roles Functions Related to Release and Deployment Management 00:51

    9.30 Key Roles Functions Related to Release and Deployment Management 00:50

    9.31 Key Roles Functions Related to Service Validation and Testing 00:47

    9.32 Key Roles Functions Related to Service Validation and Testing 01:06

    9.33 Key Roles Functions Related to Service Validation and Testing 00:36

    9.34 Key Roles Functions Related to Service Validation and Testing 01:08

    9.35 Key Roles Functions Related to Request Fulfillment 00:41

    9.36 Key Roles Functions Related to Request Fulfillment 00:49

    9.37 Key Roles Functions Related to Request Fulfillment 00:44

    9.38 Key Roles Functions Related to Request Fulfillment 00:52

    9.39 Key Roles Functions Related to Change Evaluation 00:39

    9.40 Key Roles Functions Related to Change Evaluation 00:38

    9.41 Key Roles Functions Related to Change Evaluation 00:38

    9.42 Key Roles Functions Related to Knowledge Management 00:30

    9.43 Key Roles Functions Related to Change Evaluation 00:52

    9.44 Key Roles Functions Related to Knowledge Management 00:43

    9.45 Key Roles Functions Related to Knowledge Management 00:31

    9.46 Learning Unit Summary 01:03

    9.47 Quiz

    9.48 Scenario

    Learning Unit 10 - Technology and Implementation Considerations 1:01:15

    10.1 Technology and implementation considerations 01:05

    10.2 List of Generic requirements for integrated ITSM Technology 00:37

    10.3 List of Generic requirements for integrated ITSM Technology 01:04

    10.4 List of Generic requirements for integrated ITSM Technology 01:21

    10.5 List of Generic requirements for integrated ITSM Technology 00:58

    10.6 List of Generic requirements for integrated ITSM Technology 01:25

    10.7 Benefits of Technology and Tools for Process Implementation 01:15

    10.8 Defining Tool Requirements (1 of 2) 01:39

    10.9 Defining Tool Requirements (2 of 2) 01:12

    10.10 Evaluating Technology and Tools for Process Implementation 05:45

    10.11 The Fulfilment of the Tools Requirements 01:25

    10.12 Service Management Tool Evaluation Process 01:03

    10.13 Evaluation Criteria 01:22

    10.14 Managing Change In Service Operation 00:28

    10.15 Change Triggers in Service Operations 01:25

    10.16 Change Assessment and Measurement of Successful Change 01:32

    10.17 Service Operation and Project Management 01:21

    10.18 Assessing and Managing Risk in Service Operation 01:24

    10.19 Operational staff in Service Design and Transition 01:44

    10.20 Challenges Relating to Implementing ST practices and processes 01:20

    10.21 Challenges Relating to Implementing ST practices and processes 01:06

    10.22 Challenges Relating to Implementing ST practices and processes 01:19

    10.23 CSF Relating to Implementing ST practices and processes 03:19

    10.24 Risks Relating to Implementing ST practices and processes 01:38

    10.25 Planning and Implementing Service Management Technologies 00:28

    10.26 Planning and Implementing Service Management Technologies 05:21


Course Fee:
USD 999

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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